Merchant Retention Specialist - Boulder, CO or El Paso, TX

Office First

Who you are:

As our Merchant Retention Specialist, you'll work directly with merchants who are at risk of canceling and help them find value in products again. Your goal is to resolve concerns, rebuild trust, and ensure long-term merchant success.

What you'll do:

• Manage inbound cancellation calls and retention cases, guiding merchants through personalized solutions to reduce churn.
• Proactively reach out to merchants flagged for inactivity, dissatisfaction, or NPS concerns—rebuilding confidence through training, troubleshooting, and re-onboarding.
• Maintain a daily workflow of 45+ outbound calls and 10+ resolution activities, while keeping your churn queue below 20.
• Reverse 6+ "awaiting cancellation" accounts per month and conduct 40+ one-on-one merchant trainings per month.
• Keep discounts under 6% and one-time credits under 60%, preserving revenue while resolving concerns.
• Surface churn trends, customer feedback, and recurring issues to help influence upstream improvements across product, CX, and sales.

What we're looking for:

• 1–3 years of experience in customer retention, account management, or sales—ideally in a high-volume or merchant-facing environment.
• Skilled in objection handling, de-escalation, and building trust through conversation.
• Proficient in CRM tools (especially Salesforce) and familiar with POS or payment processing systems.
• Ability to manage multiple cases and calls while meeting daily KPIs.
• Strong accuracy and precision with efficient workflow management.

Compensation:

$65k-$75k
Compensation will be finalized based on the candidate's experience and location

Benefits & More:

• Startup environment and small, cross-functional teams
• A full suite of benefits including medical, dental and vision
• 22 days vacation days & 8 sick days plus 11 paid holidays
• 401(K) employer match and paid parental leave
• One month of sabbatical after every 3 years of employment

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.